Use a Button to Insert Quick Text into Your Chats

Chat agents can save loads of time with quick text, so we made it easier to use. A button for quick text displays in the chat toolbar, so inserting predefined text into chats is just a click away.
Where: This change applies to Lightning Experience in:
  • Performance and Developer editions created after June 14, 2012
  • Unlimited Edition with Service Cloud
  • Enterprise and Unlimited editions for an additional cost

Who: To insert quick text, users need Read permission on the quick text object. Optionally, you can also give users Create, Edit, and Delete access so that they can create and manage their own quick text.

In orgs created after Spring ’18, all user profiles include Read access by default. However, users with a Salesforce Platform user license can’t work with quick text. If you gave your users permission to create, read, update, and delete quick text in Salesforce Classic, that permission is honored in Lightning Experience.

How: Quick text in Lightning Experience is enabled by default in all orgs. If you enabled and created quick text in Salesforce Classic, your messages work in Lightning Experience.

When you create or edit quick text, set the Channel field to Chat. Then look for the new quick text button when chatting.Screen shot of a chat window in the console with a quick text button